Customer Care Manager

Responsibilities

• Hold team accountable to consistently achieve performance metrics
• Energize & encourage Supervisors and Associates in servicing Imperfect’s customers, driving engagement and deepening customer loyalty
• Achieve customer retention targets while meeting and exceeding teams’ quality and customer satisfaction goals
• Ensure timely customer resolution by encouraging the use of our Knowledge Base Program
• Regularly review business process and procedures against customer complaints to improve the customer experience and reduce customer effort
• Maintain a significant level of knowledge of relevant technology, operations and processes, methods and procedures, and interdepartmental operations
• Ensure Customer Care workforce is trained regularly on the latest software, social media channels, and industry trends in order to achieve company objectives
• Continuously mentor and foster the team on their conflict resolution techniques and provide guidance for improvement
• Deliver high levels of analytics and insights on required metrics that accurately keep leadership informed on both team and individual performance
• Serves as the organization's project leadership as it relates to frontline feedback and engagement
• Cultivate an environment of highly engaged, happy employees with low attrition

Skills and Qualifications

• 5+ years of call center leadership experience with 2-3 years of management experience leading exempt and non-exempt employees
• Outstanding written and verbal communication & interpersonal skills
• Achieves team performance metrics by encouraging others and holding them accountable
• Excellent focus and attention to detail with the capability to work and problem-solve in a fast-paced environment
• Start-up mentality, making the most of what you have available to you through innovative solutions
• Proficient using Microsoft Office, Google Drive, and SLACK
• Experience with Zendesk or similar customer service software

About You

• A self-starter, known for your responsiveness and accountability
• A natural mentor. You guide and train others to meet their maximum potential and may describe your management style as a "servant leader"
• A customer-first mentality. You're focused and look forward to the opportunity to delight and surprise both internal and external customers
• Metrics oriented and have been known to “geek out” on numbers. You're motivated by friendly competition and hitting benchmarks.
• Get things done, driving short-term results while planning for long-term solutions.
• Understand that Customer Care is a 24/7 type of environment
• Passionate about our mission to eliminate food waste and create a better food system for all

Details of Position

• Full-time exempt position reporting to the Senior Director of Customer Care
• Position based out of our Tucson, AZ facility
• Salary and employee stock options commensurate with experience
• Competitive benefits package including health care, paid vacation, 401K, paid parental leave, and a recurring credit towards your Imperfect account!

Physical Requirements

• Sedentary work; involves sitting most of the time
• Occasional movement around the office may be necessary; or in a remote, work from home environment
• Regular work with computers, including keyboards, mouses, and screens
• When in the office environment, standing desks and / or other ergonomic accommodation is available upon request
• Regular use of mobile devices, including smartphones and tablets